CS Workshop Manager

As the leader of the technical team for a top-tier watch brand drive overall success by empowering your team setting standards and facilitating collaboration. Lead the Workshop Team Leaders and together accountable for the teams growth engagement delivery capability and service qualityensuring that every timepiece returned is worthy of the brands prestigious reputation. The primary product of this role is a motivated highly skilled and collaborative team. The role will report to CS Manager of APCN directly.

Key Responsibilities

• Team Leadership & Talent Development (Approx. 40% of time)
  • Structure & Succession Planning: Continuously review and optimize the talent structure of the service team ensuring a healthy skills pipeline from apprentice to senior watchmaker. Work with the CS management team to develop an annual People Development Plan.
  • Performance Management & Motivation: Guide the workshop in establishing a fair and transparent performance evaluation system for technicians. Lead key performance dialogues and personally engage in the retention motivation and career planning of core technical staff.
  • Culture & Cohesion: Cultivate and champion a workshop culture of patience precision and perfection. Organize technical symposiums and brand craftsmanship spirit sessions. Check in on technicians well-being through informal communication to reduce the turnover of key talent.
  • Coaching-Style Management: Conduct regular one-on-one sessions with the team Leaders to enhance their own management skills in conflict resolution task delegation and providing effective feedback.
• Multi-Directional Communication & Cross-Functional Collaboration (Approx. 35% of time)
  • Upward Communication & Strategic Alignment: Regularly report to management on team capacity quality trends and workforce status. Translate the brands service strategy (e.g. Client centricity ensure watchmaking in the core.) into actionable team objectives and resource allocation requests.
  • Cross-Departmental Coordination: Act as the key interface between the Service Center and other departments. Proactively link with the front-end Client Relations/Boutique teams Spare Parts & Logistics and the HQ Training Center. Resolve issues like client waiting or complaints caused by miscommunication and establish regular cross-functional alignment meetings.
  • Technical Communication & Complaint Escalation: Represent the technical team to handle in-person technical explanations for a very select number of ultra-high-net-worth clients. Transform complex client complaints into internal learning cases guiding the team Supervisor to address root causes rather than simply assigning blame.
  • Brand Ambassador Role: As the team leader convey the brands watchmaking philosophy and the art of restoration to visitors media or VIP clients showcasing the professional confidence of your team.
• Driving Operational Excellence (Approx. 25% of time)
  • Goal Setting & Resource Decisions: Jointly set core operational targetssuch as lead time return rate and per-FTE output. Based on team status and business forecasts approve resource deployment like overtime or the introduction of external technical support.
  • Quality System Oversight: oversee the workshop to ensure the end-to-end quality control system is rigorously executed. Regularly audit key quality data and trends and require the team Leaders to explain and correct any deviations from brand standards.
  • Safety & Compliance Stewardship: Ensure the Workshop Supervisor takes full ownership of 5S tool and equipment integrity and safety/environmental protection. Your periodic walk-throughs focus on peoples habits and awareness not the precise placement of tools.
  • Empowerment & Follow-Up: Encourage supervisors to make decisions independently (e.g. rework allocation shift planning) intervening only when they need support or an issue exceeds their authority. Regularly check on the progress of key projects to ensure nothing falls behind.

Qualifications :

• Technical mindset Foundation: 10 years of hands-on experience in high-end service industry with profound knowledge of complex mechanical mechanisms.
• Management Experience: 6 years of experience leading a technical team. Proven ability to drive a team using modern management tools (e.g. MBO performance review dialogues).
• Communication & Empathy: Exceptional listening and expression skills with the ability to read the unspoken emotions of a watchmaker. Serve as the calm bridge and problem-solver between a demanding client and a frustrated technician.
• Luxury Service Mindset: A profound understanding that a haute horlogerie experience stems not only from technical outcomes but also from client perception. Infuse this mindset throughout the team influencing every service delivery.
• Language: Fluency in Mandarin and English is required enabling direct email and meeting communication with the Swiss manufacture and international technical teams.
• Education: A background in precision mechanics horology or a related field is preferred. or executive education in management from a recognized business school is an advantage.

• Leadership style: authoritative-coaching not command-and-control.
• Understands that one sincere conversation can prevent a months-long resource-draining complaint battle.

Additional Information :

Audemars Piguet offers a competitive and comprehensive compensation and benefits package. 

Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age sex sexual orientation gender identity genetic characteristics race color creed religion ethnicity national origin alienage citizenship disability marital status military status pregnancy or any other legally-recognized protected basis prohibited by applicable law.

Remote Work :

No

Employment Type :

Full-time